Complaints Procedure
What this procedure covers
You can complain about EngineCode.uk content, accessibility, our handling of an enquiry or report, or our use of personal information. The website is operated by Engine Finders UK Ltd.
How to complain
Email support@enginefinders.co.uk. For a data-protection complaint, email privacy@enginefinders.co.uk. You can also write to Engine Finders UK Ltd, 113 Park Road, Ilford, England, IG1 1SQ, marked “EngineCode complaint”.
Explain what happened, include the relevant page address or enquiry/report reference, and tell us the outcome you are seeking. Provide a way for us to respond. Do not include payment card details, identity documents or unrelated sensitive information unless we specifically explain why proportionate evidence is needed.
If the issue is a factual correction, you may use Report a Problem; this does not prevent you making a complaint about how the issue is handled.
What we do
We review the complaint, identify the relevant information and responsible person, and investigate. We may ask for clarification and will explain the outcome and any action we can take. If further work is needed, we will keep you informed rather than imply that a complaint has been resolved when it has not.
For data-protection complaints, we acknowledge receipt within 30 days, investigate without undue delay, keep you informed and provide an outcome without undue delay. Acknowledgment is not a promise of resolution within 30 days. Requests to exercise data-protection rights have their own statutory timescales, explained in our Privacy Policy.
Supplier complaints
If your complaint concerns an engine, delivery, fitting or warranty supplied under a separate contract, contact the supplier identified in that contract. We can help identify a supplier that received an enquiry through our service. We will still consider any complaint about our own conduct or enquiry handling; referring you to a supplier does not remove our own responsibilities.
If you remain dissatisfied
Tell us why you disagree with the response and provide any additional relevant information so the matter can be reviewed. You can complain about personal-data handling to the Information Commissioner's Office.
Nothing in this procedure prevents you obtaining independent advice, contacting an appropriate regulator, exercising consumer rights or using a court available to you under applicable law.